Verint Intelligent Virtual Assistant (IVA)

Drive AI outcomes with higher interaction containment rates across your voice and digital channels and improved agent capacity through contextual transfer.

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Verint IVA has helped customers achieve:

  • 80%

    Synchrony achieved 80% containment of digital interactions  

  • 30%

    GDIT reduced contact center labor costs by 30% 

  • 8x ROI

    Amtrak achieved 8x ROI with a 32% increase in containment  

Drive AI business outcomes with Verint IVA, now

Increase Containment Rates

Deliver personalized self-service experiences over your voice or digital channels to effectively contain customer inquiries and reduce agent workload, continuously improving effectiveness through AI. 

Improve Agent Capacity

AI-powered transfer uses contextual data to intelligently direct customer interactions to the right resource, delivering the right outcome regardless of channel, to improve agent capacity. 

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Verint ranks as leader in Opus research report

Opus Research named Verint IVA as a leader with top scores for product completeness, flexibility, and strategic potential among the other providers evaluated.

The report highlights Verint IVA’s ability to deliver CX automation, improve containment rates, lower handle times, and elevate customer experience.

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Low effort deployment, immediate ROI

Verint Intelligent Virtual Assistant enables the quick and easy deployment of CX automation across your voice and digital channels through: 

  • Deploy alongside your existing IVR
  • Increase traffic and call flow to Verint IVA at your pace
  • Containment increases with every call flow added to Verint IVA
  • Deploy first flow in 30 days with at least 20% increase in containment rate 

Verint IVA’s flexible and open nature allows brands to deploy self-service on the channels that deliver immediate ROI, without forcing the disruptive replacement of existing voice or digital infrastructure. 

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Deliver personalized, self-service customer experiences with Verint IVA Voice

Every inquiry to your contact center costs money. Verint IVA Voice reduces the number of incoming calls into your contact center and interactions handled or escalated to agents by providing AI-powered self-service over telephony and voice-enabled channels. 

With Verint IVA Voice companies can: 

  • Resolve issues vs deflect them: Give customers the ability to self-serve and solve problems 24/7, without needing to speak to an agent for better containment. 
  • Drive seamless agent handoff: When a customer needs a human agent, Verint IVA gathers interaction context and routes the issue, so the customer doesn’t need to repeat themselves. 
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Drive AI business outcomes now with Verint specialized bots

  • Intent Discovery Bot

    The Verint Intent Discovery Bot puts AI to work to quickly cut through the noise to uncover what your customers truly want and need. By identifying high-value customer intents from your engagement data in voice or digital channels – including call recording transcripts, email, chats, support tickets, and more — the bot immediately helps to improve CX automation.

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Verint IVA delivers differentiated AI business outcomes

Rapid deployment across channels on an enterprise scale  

  • Verint IVA delivers a low-code bot orchestration and management environment to design, train, test, deploy, and fine-tune multilingual virtual assistants for voice and digital channels. 
  • Easily create non-linear and multi-intent conversations, identify high value intents, train AI models, and author responses in conversational flows, all of which can be further customized with a pro-code option. 

Built on years of domain-specific and industry data 

  • The latest AI models are trained on decades of rich customer engagement data, ensuring brands can deliver automated, industry-specific experiences from day one. 
  • Verint IVA offers pre-packaged, industry specific NLU models to jump start your IVA efforts. Backed by a world-class dataset, these models detect highly accurate end user intentions and extract entities to generate personalized, intelligent responses.  

Future-proofed investment through an LLM agnostic approach 

  • Incorporates commercial and third-party models, including generative AI and large language models (LLMs) so you can test and fine-tune bots in a unified environment. 
  • NLU and AI models are also continuously trained on a brand’s unique, new customer engagement data sets to discover emerging intents and drive up-to-the-minute CX automation opportunities.  
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Continuous improvement to virtual assistant performance  

  • Easily customizable dashboards and analytics about users, conversations, and performance so you can always see how your IVA is performing.  
  • Helps conversation designers see the entire user journey and behavior, usage and containment metrics, intent identification and failed tasks to provide visibility into areas of improvement. 

Solutions powered by Verint IVA

  • Channel Automation

    Unify customer interactions across telephony and digital channels in a single agent workspace to power consistent conversations, leverage automation, and deploy staff flexibly all with fewer resources and less effort.
  • Knowledge Management

    Deliver the right knowledge, at the right time, to enable self-service, improve the consistency and quality of answers, and achieve compliance with regulations and company processes.

Recommended Verint IVA resources